Enquiry management for MEPC

HMA Digital Marketing has created a new CRM (Customer Relationship Management) tool to enhance an existing system for commercial property company MEPC. The new enquiry management system provides extensive information storage and reporting that makes it easier to facilitate cross-Estate lettings.

HMA initially created a bespoke Asset Management System for MEPC as a central source of storage for information about all voids and transactions and to provide marketing data and reports. By reviewing these transactional trends and performance reports, MEPC was able to effectively analyse the costs of voids and create more accurate business plans.

After seeing the benefits of the Asset Management System, MEPC asked HMA to expand it to also deal with enquiries and to manage the process of contacting prospective customers and agents to facilitate lettings.

HMA created FARM (Facilities and Asset Reporting and Management) to do just this. FARM provides the ability to store information on companies, contacts and enquiries. It is linked to HMA’s email marketing system, so it can provide automatic marketing reports on email activity (such as opens and clicks). FARM also provides reports on the timescales for Enquiry to Letting conversions and their ratios to enable MEPC to analyse their processes in more detail.

Every MEPC Estate previously worked independently, but with all data from each Estate in one place via FARM, each Estate’s lettings team can now identify a new company as a current MEPC customer and can facilitate cross-Estate lettings.

HMA has worked with MEPC for over 10 years and was responsible for the digital element of their rebranding strategy in 2006.